The Fertile Crescent

CUSTOMER SERVICE TRAINING: Managing demanding customers

This activity lets you practise real customer interactions from Castle stores.

You’ll be placed in a scenario with a contractor, a homeowner, a foreman, or a DIY shopper. After each customer message, you may choose one of three response options or type your own reply. The customer’s tone and level of frustration will change depending on what you say. After 2–3 decisions, you’ll receive coaching on what you did well, what to improve, and an ideal model response.

You may restart or switch scenarios at any time. When you’re ready, say “Start.”